1. eTrusted
  2. Account & Billing
  3. Account Settings

I can no longer log in to Trusted Shops. What now?

Can't log in to the eTrusted Control Centre or your legal account? In this article, you will learn how to solve the problem step by step.

Which of the following login problems do you have?

I can't find the login page.

For this reason, please ensure to always use the following URLs to log in or change your password:

Save these URLs as a bookmark in your browser. They don't lose their validity.

As soon as you open them, a one-time login page with a different URL is generated. This one-time login page and it's URL become invalid after a short time. Therefore, it's important to only safe the URLs that were mentioned first as a bookmark - and not the login page that opens.

The platform is not loading or displays an error message.

There may be several reasons for this. So first check whether the problem lies with you or with us:

  1. Open the eTrusted Control Centre or Legal Account on a different device and in a different network.
For example, open the browser on your mobile device.
  1. Is the platform also not loading on the other device? Then there is probably an error on our side. As a rule, such faults are quickly rectified. We therefore ask that you wait an hour and then try to log in again. If the login still fails: Send a screenshot of the browser console to members@trustedshops.com.
Open the browser console log on your Windows PC with F12. Then open the “Console” tab.
Console.png
On Apple devices, the key combination differs depending on the browser (e.g. ⌘ + ⌥ + J in Chrome).
  1. Is the platform loading on the other device? Then there is probably an error on your side. In this case, check the following possible solutions.

Clear cache memory and cookies

  1. Open the browser settings.
  2. Clear cache memory and cookies.
  3. Restart the browser and test the login again.

Refresh your browser

  1. Check the current browser version.
  2. Update the browser if necessary.

Check firewall settings

Your local firewall may be blocking the login. Therefore, check the firewall configuration with your IT department. 

Does the login problem persist even though you have checked all the described solution options? Then take a screenshot of the browser console and send it to members@trustedshops.com with a brief explanation of when the problem occurred. 

I have forgotten my password.

Here’s how to change your password: How do I change my password?

I have forgotten my email address.

To log in or change your password, you need your registered email address. It acts as the username. If you have forgotten or don't know the registered email address, follow these steps:

  1. Check your inbox for previous emails from Trusted Shops . If necessary, also check other mailboxes (e.g. business address or central mailboxes).
  2. Use the determined recipient address as a username to log in or change the password.
  3. Can't find any previous emails from Trusted Shops? Send the email to members@trustedshops.com. 

I have a different issue.

Feel free to send us an email to members@trustedshops.com and we will take care of your request.
 

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